Telecom
Challenge
A major UK telecom business identified need to deliver quality, cost and delivery improvements.
Objectives:
18-month implementation of OpEx ways of working across 26 countries to deliver quality, cost and delivery improvements
Solution:
We were appointed to lead a European roll out of OpEx ways of working, aimed at improving efficiency, customer satisfaction and general management skills. Our team initially led a proof of concept across two geographies, culminating in a business case being built for full roll out. We then led roll out across Europe and Africa, each time slightly tailoring approach to cater for cultural differences.
Results:
OpEx management system was implemented in in over 300 teams. Structured problem solving delivery targeted at specific business problems was coached out, allowing local staff to drive continuous improvement. Finally, a significant knowledge transfer programme was delivered, with both the business and central improvement team benefiting from formal training and coaching.